Duration:
Self-study or classroom training
Description:
The 50-Minute Manager Series was designed to cover critical business and professional development topics in the shortest time possible. Our easy-to-read,
easy-to-understand format can be used for self-study or classroom training, or even office training. With a wealth of hands-on exercises, the 50-Minute
books keep you engaged and help you retain critical skills.
Use this book to learn the fundamentals of providing excellent customer service by understanding customer how to interact with customers to meet their
customer service expectations. You'll also learn how to develop excellent customer service skills by understanding how to improve your attitude and
attention, provide excellent quality service, and resolve problems. You'll then learn how to handle unhappy customers and cope with stressful situations in
your work environment. Finally, you'll learn telephone and email communication skills and etiquette.
Table of Contents:
Chapter 1: Fundamentals of Providing Excellent Customer Service
Customer Service and Customers
Customer Interaction
Customer Expectations
Chapter 2: Developing Excellent Customer Service Skills
Attitude and Attention
Quality of Service
Problem Resolution
Chapter 3: Customer Management
Dissatisfied Customers
Angry Customers
Upset Customers
Stress in Service Situations
Chapter 4: Communicating with Customers Through Alternative Methods
Telephone Skills
Telephone Etiquette
Email Etiquette